Interaction Design Helping users work better

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Buck Thomas
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1 Interaction Helping users work better Whitney Quesenbery Whitney Interactive , Whitney Quesenbery Interface design is the combination of navigational strategies, visual design and information organization that influences the way a reader experiences the online work. Developing a User Interface for an Online Document

2 So many words... Technical communications Usability Interface design Information architecture Performance support Interaction design Ethnography Experience design User experience design Brand design User-centered design Market research Document design User interface design Interaction architecture Human factors Marketing Writing Human-computer interaction Industrial design Graphic design Information design Ergonomics Interactive design Customer experience Quality control 3 are they the same thing? 4

Elements of user experience Application Information Focused on doing

Need good interaction design Focused on finding information Rely on

design Both are built on understanding user needs The Elements of User

3 Elements of user experience Application Information Focused on doing things or actions Rely on task analysis Built on user interface design Need good interaction design Focused on finding information Rely on content analysis Build on information architecture Need good navigation design Both are built on understanding user needs The Elements of User Experience by Jesse James Garrett 5 Plan for user success ISO 13407: Human-centred design process 6

4 Two different users... Jerilynn Office Clerk Toni Citizen Likes helping people and knowing how to get things done Dislikes constant change and the new computer systems Busy life with work and family - never has enough time Needs help with something, but doesn t know exactly what agency to turn to 7... have different usability needs 8

5 What do we know about the use? How often is the application used? Only occasionally and briefly Daily, for long sessions for ease of learning? for efficiency? How difficult or intimidating is the task? General knowledge only Some domain knowledge Detailed specialist knowledge to engage the user? 9 What do we know about the use? How well do users understand the task? General knowledge only for ease of learning? Some domain knowledge Detailed specialist knowledge for efficiency? How important is the outcome? Trial and error is part of the task Mistakes are annoying Mistakes are difficult to correct for effectiveness? for error tolerance? 10

maintained between sessions Register Your Car: One-time

Transaction completed in one session Long-term memory not

relationship Personal log in Used over time, and maintains

Are the applicant, spouse or any of their dependents,

6 What is the relationship? Calculator: No relationship No need to log in No work maintained between sessions Register Your Car: One-time transaction Identification through a document ID Transaction completed in one session Long-term memory not part of the web service Online Banking: Ongoing relationship Personal log in Used over time, and maintains history 11 Relationship changes the design 1. Are the applicant, spouse or any of their dependents, regardless if applying for coverage, currently... What are you asking me??!! Caroline Jarrett: Three Layer Model of the Form 12

Usability is a balance Effective Users can accomplish

.. Engaging in a pleasant and satisfying way Error

Whitney Quesenbery, Proceedings of the STC, 2001 13

7 Usability is a balance Effective Users can accomplish their goals... Efficient...in a reasonable time... Engaging in a pleasant and satisfying way Error Tolerant without mistakes Easy to Learn and that is easy to learn to use. What Does Usability Mean: Looking Beyond Ease of Use Whitney Quesenbery, Proceedings of the STC, Types of applications Reports or Data View Transactional Desktops E-Commerce Customer Self-Service 14

Interaction styles RELATIONSHIP Weak Strong Reports or Data View Information-focused Goal is knowledge Knowledgeable relationship E-Commerce Browsing towards single transaction Goal is purchase

8 Interaction styles RELATIONSHIP Weak Strong Reports or Data View Information-focused Goal is knowledge Knowledgeable relationship E-Commerce Browsing towards single transaction Goal is purchase Casual or as needed relationship Looking INTERACTION Transaction Desktops Activity-focused Goal is complex mix of knowledge and task Strong relationship Customer Self-Service Browsing towards multiple transactions Goal is transaction Use may be stressful Doing 15 Interaction style Customize Group Message approval: Reply to: Group type: No Group Mail 16

9 Interaction style 17 Be informative Don t make users guess what to do or how to do it What can I do here? 18

10 Provide direction Balance freedom of navigation and structure within a task What s next 19 Balance complexity and clarity Make the complexity of the interaction appropriate for the users and the task Both of these are right for me in the right context 20

11 Be tolerant Don t make the user do work the computer can do Why can t I enter the rest of my credit card number? Allow for different needs Let the user customize the page view Let me control my own experience. 22

When I'm working on a problem, I never think about beauty. I think only how to solve the problem. But when I have finished, if the solution is not beautiful, I know it is wrong. - R.

12 When I'm working on a problem, I never think about beauty. I think only how to solve the problem. But when I have finished, if the solution is not beautiful, I know it is wrong. - R. Buckminster Fuller 23 About me Whitney Quesenbery Whitney Interactive whitneyq@wqusability.com Whitney Quesenbery is a user interface designer and usability specialist with a passion for clear communication. She is an expert in developing new concepts for product designs and has produced award winning multimedia products, web sites, and web & software applications. She is President of the Usability Professionals Association and the Director of the UPA Voting and Usability Project. She was recently appointed to a US government committee on guidelines for voting systems for the EAC (Elections Assistance Commission) Before she was seduced by a little beige computer into the world of usability, Whitney was a theatrical lighting designer on and off Broadway. The lessons and stories from the theatre stay with her in creating user experiences. 24

Understanding Usability: Getting Beyond Ease of Use

Understanding Usability: Getting Beyond Ease of Use Whitney Quesenbery Whitney Interactive Design e. whitneyq@wqusability.com w. www.wqusability.com p. 908-638-5467 AIGA DENVER SEPTEMBER 28, 2005 What